by Leanne Ozaine-Smith
Yesterday I was down to my last strip of daily disposable contacts. Like I do every June, I called 1800-Contacts to reorder a year supply of my “eyes.” (Why do I always wait until I only have a few days’ of eyes left?) It rang then a peppy voice said, “Hello Leanne! How can I help you today?” Wow. She knows my name. They must have amazing technology to link my in-bound phone number to my order history—how cool.
As Heather helped me order 730 contacts lenses, I completely forgot about the technology that introduced me to her. Over 6 minutes I laughed with her over my stupidity of (always) having to pay expedited shipping; I learned that she loves Spokane because she went to Gonzaga, and that she moved to Salt Lake for her job at 1-800-Contacts. After I rattled off my credit card number Heather whispered into her headset, “Leanne, I don’t want you wearing your glasses in public, so I gave you free expedited shipping on this order. Shhhh.”
I hung up and felt something odd—odd in a good way. It’s the same feeling I have every time I call 1-800 Contacts—but it still catches me off guard.
It is the feeling of being served by a human, representing a company, who convinced me by her actions that something that mattered to me actually mattered to HER. I can’t stop thinking about it…what mattered to me (not wearing glasses) mattered to her (free expedited shipping).
This morning I told Cary, Joanne, and Steven the whole story with great enthusiasm. Now I’m blogging about it because a 6 minute phone call to 1-800 Contacts had impact. As a team we talk a lot about the culture of our office. We struggle to put into words how we want people to feel when they walk through the door of our practice; we keep telling each other some things just have to be felt not defined.
Were I to attempt a definition, it might sound like this:
When you walk through the doors of our practice we want you to have the feeling of being served by humans, who convince you by our actions, that what matters to you--your values, priorities, money, livelihood, security and well being— really matters to us.